The Adam Smith of Hawaii

I host a few websites on a GoDaddy server and recently have had some of the worst customer experience in my life. 

My credit card expired, and GoDaddy suspended my account until I paid. I entered a new credit card on Sunday morning and was told that the server would likely be on in 30 minutes but could take up to 24 hours.

I had no problem with this, was my fault to let card expire.

Twenty four hours later on Monday, server was still down so I called customer service. They told me that it should be back, and would “reset the request” and that should fix it by Monday afternoon at the latest.

Tuesday morning, server still down, and I try an email inquiry. Got no response.

Tuesday evening, I call again. Was told the same thing as Monday’s call, and I said that this was having a serious impact on the main site hosted on this server. I was put through to the supervisor who told me he’d escalate the issue to the server team.

When asked to speak directly to the server team, I was told that wasn’t possible. I told him I’d wait on the line while the fixed the problem, and was laughed at. He said it could take them up to 48 hours to look at and fix my problem. 

When I let the supervisor know this was unacceptable, he said “there’s nothing I can do, its out of my hands”. After explaining to him further that this was seriously impacting our business, he repeated his inability to help. When I asked when I’d be notified of progress on the site, he said that someone would email me when fixed.

He also offered to compensate me for the problem (the last thing I wanted was a few dollars… just the site up). When I got an email summary of my trouble ticket, it offered a 10% discount if I spent over $40 on a GoDaddy offer. That’s marketing garbage and insulting as hell!

Towards the end of my call, one of the supervisors co-workers began to mock me and I heard several people, including him, laugh at me. This pissed me off to no end and I finished the call.

The big issues with GoDaddy customer service.

1. They are fine with routine problems, but when something unknown happens, there’s not a good process.

2. No one took ownership of my problem,  no one offered to investigate, track it, or call/email me back.

3. When their promises were not met, I was never pro-actively contacted. 

4. A call center employee mocked me, and the supervisor laughed at me. Enough said.

1. mrenzulli said: I’ve hosted my sites on Netfirms since the beginning. Their customer service speed varies, but they’re Canadian, thus the nicest people ever. If you ever switch, give em a try and mention me, too. Good luck.
2. adamontherun posted this